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During a difficult and frustrating time, I tried to schedule an appointment and had questions about the referral form, but the woman on the phone was extremely rude and unhelpful.

I would never recommend Shady Grove or any affiliate without serious reservations. We began our surrogacy journey there about four years ago. After several failed rounds, we, an LGBT couple, were repeatedly pressured to purchase fresh eggs, yet success rates were below the doctor's expectations. This was compounded by poor bedside manner, arrogance, poor communication, and cold, uncaring staff. We later moved to another clinic outside SGF and had far better results. That clinic recommended what best served our family, not the institution. With fresh eggs over multiple rounds, our success rate at SGF was only 35%, while at the new clinic, using the same sperm, it rose from about 35% to 85%. When a lesbian friend first met her doctor, his opening words were, “You are going to miscarry,” rather than a greeting or conversation. She delivered a healthy baby who is now a healthy 9-month-old. When we decided to leave Shady Grove about two years ago, we signed disposal forms for our remaining sperm and embryos. We recently learned they failed to process one form but charged us storage fees. When I called both the billing company and Shady Grove, which cannot access each other's platforms, no one could tell me what remained in storage or under our account. We received over $500 in bills, yet no party could explain what the storage fees covered. Over the past two months, I have called SGF, Luminary, the Richmond office, and headquarters at least 10 times. Each time I was told, “We contacted the laboratory and will respond within 24 hours,” but no one ever called back. SGF took the joy and hope from what should have been a wonderful experience and made it dull, cold, and numbing. My only comfort is that our new clinic, where we expect a November delivery, has delivered much better care and outcomes. I rarely leave negative reviews, but under no circumstances would I recommend SGF positively. Shady Grove's poor technology, testing, and communication across the company, billing department, and local office turned what should have been a magical experience into a money-making operation. Our other clinic was excellent personally and professionally. I strongly recommend going elsewhere. We attended Virginia's three major clinics—SGF, VCU Health, and Virginia Fertility—and SGF ranked last. Do your research and learn from our mistakes. This is an emotional and sometimes difficult period in life, and it saddens me to say that I did not and still do not trust the staff to treat me or my family properly.

The billing department is awful. They kept a credit card on file without permission, charged it monthly, and customer service never called me. Once they save your card without consent, they force you through needless steps between headquarters and billing to remove it. I would give zero stars if possible. This problem has persisted for years, and I am tired of their practices and delays.

Does signing a form mean you waive your right to file a claim with the insurance company? Is that legal? I am looking for more information because I cannot reach anyone at the office.

I smiled today when I saw that June Briggs was the only person who came in during the snow to make sure I could complete the bloodwork for my egg retrieval! Thank you, June!

The Shady Grove team in Richmond is wonderful! Throughout the highs and lows of my journey, I was always welcomed with smiles, encouragement, and supportive words. I now have two children through IVF, and I am extremely grateful!

Dr. Shah and his team are wonderful! They were very attentive to my needs, questions, and concerns. Communication was always clear and efficient. I began my IVF journey elsewhere but did not feel prioritized, so I decided to find a new doctor. Five minutes into the consultation, I was won over by Dr. Shah. He is very knowledgeable and created a personalized plan for me. He was supportive and encouraging throughout. He was honest with me, and no question or concern ever went unanswered. I highly recommend Dr. Shah and his team! You will not be disappointed!